Get the attention of Sears and get them to realize how poor their repair service department is being run. ... HISTORY OF EVENTS FOR REFRIGERATOR REPAIR:**August **, *****After calling Sears to request repair service on my refrigerator*freezer on Monday, July **th, I was given an appointment for August **, with the Sears Service Provider, G & R Appliance Repair.*G & R service person, George, arrived at my home at about *:** p.m. on August **th, and, after hearing that my freezer temp was up to ** degrees and the refrigerator section was ** degrees, he de-iced the freezer section and said he would change the sensor, and that should fix the problem.*The sensor was replaced the next day and George said that the ice maker should start working as soon as the temperature in the freezer dropped. Before he left, I noted that the ice-maker was making a clicking sound and I thought it was defective. He ordered a new ice maker.* After waiting ** hours, I called G & R and reported that there was no change in the internal temperature of the refrigerator even after the sensor was replaced. He then decided to replace the electronic panel on the back of the refrigerator and came back a couple of days later to install both the new ice maker and the electronic back panel.*It is now August **, and I still don't have a working refrigerator. The service performed and the replacement parts that were installed have not made one bit of difference! George is supposed to come back this afternoon to check all the electrical wires and possibly install a new compressor. I am still waiting, and it now *:** p.m. and I have not heard from him……*George called on August ** and set up an appointment to come to the house on Friday, August ** at **:** a.m. Upon arriving, he noticed that the freezer and refrigerator temperatures were above normal. He had already changed the sensor, back panel and ice maker, so the only things left would be the compressor or the Freon. After conferring with someone on the phone he checked the Freon and it was very low. He added Freon and, once again, said that that would fix the temperature problem.*The problem seems to be fixed, the ice maker is working and the temperatures are within the set levels, even though the compressor was not replaced.**November *, ******Fast forward to October **, ****, when I noticed that my freezer was starting to defrost my frozen vegetables, my ice-cream was soft and my ice-maker stopped making ice. (This was only about a month and a half after the unit was supposedly fixed.) *I called the Sears Service Department to make an appointment for repair service, once again, and was given an October **, **** service call date. This time, technician, Suren, from **** Appliance Repair showed up and, after a quick check of my refrigerator and listening to what parts were replaced in August, said he thought the compressor had failed and he would have to order the part. He stressed that the part would take a long time to get (why is that, anyway, is it coming from China my steamship, or something???), and he would let me know when he got it. *On November *st, I called **** and left a recorded msg asking for an update on my parts order. By this time, I have been without my refrigerator for ** days. (That time frame wouldn’t be so bad, but I went through the same thing in August, and the compressor issue was discussed at that time and was not thought to be the problem.) *I got no response from **** until November *th and was told the part had not arrived yet and Suren would get in touch with me when it did.*It is now November *th, and, if you add up the days I was without my refrigerator in the month of August and now in October*November, the total is **. This is unacceptable. *If Sears hopes to continue in business, as I think they are trying to do, they should seriously consider overhauling their customer service department. You have a lot of unhappy customers out here, who have purchased extended service warranties for their appliances, and who expected them to be serviced in a much more timely manner.*Thank You,*Katherine A Wesler***** Rutland Ave*Los Angeles, CA *****-*****(***) ***-****
The frustration of having to wait so long for a service technician to come to the house, and then waiting again for a part to be ordered and delivered before the appliance can be fixed. This usually takes at least * weeks.
Sears can make this right by finally admitting that this particular refrigerator has been a "lemon" since the very beginning. Either fix it for more than a few months, or replace it!
My husband and I have been loyal Sears customers for at least ** years. We have always enjoyed and have depended on, the Kenmore brand for our major appliances and my husband has many Craftsman tools in our garage.